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2026 is shaping up to be a turning point for the customer experience. Following a 2025 marked by the accelerated adoption of AI agents, the coming year presents itself as the time to organize, scale, and prove. Companies are beginning to demand that AI agents, back-office automation, and conversational and data analytics work together to create more efficient and, above all, more consistent experiences at every point in the customer journey.
This new scenario raises unavoidable questions: Can AI provide measurable value in operations? Where is the human touch still essential? How is omnichannel evolving in CX? How is trust built in an increasingly regulated AI context? What role will conversational data play in decision-making?
The 2026 trends directly address these concerns. Everything points toward a smarter, more transparent, and deeply customer-oriented CX model. Let's go point by point to understand what opportunities the new CX trends open for those who want to lead.
1. AI enters its decisive year for demonstrable value
After several years of pilots and promises, 2026 will be the moment when organizations evaluate AI for its real impact. The State of AI in Business 2025 Report prepared by MIT shows a compelling fact: 95% of business GenAI projects are not generating a return. With figures like these, it's not surprising that the conversation is shifting from "what AI can do" to "what impact it generates on my operation".
In this context, the adoption of AI agents equipped with Agentic AI (capable of reasoning, making decisions, and executing processes autonomously) is starting to consolidate as the next natural step within the contact center. For 2026, the expectation is no longer to experiment: it is to scale with impact.
2. Empathy returns to lead the customer experience
Although automation is growing, the human role becomes strategic. The Sectorial Report on Sectorial Report on conversational AI in CX reveals that 88% of professionals consider a fluid transfer to a human agent essential during interactions managed by AI agents.
This confirms something we see daily: when AI agents and people work together, the experience improves. Virtual agents handle repetitive tasks, while people address what requires sensitivity and judgment.
Inagent, our AI agent solution, is designed precisely for this: to collaborate with human teams and free them from routine tasks so they can focus on higher-value conversations. Technology drives, but it is empathy that connects.
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3. The experience flows when the brand actually remembers the customer
From the user perspective, the conclusion is clear: lack of continuity remains one of the great frustrations. The State of Digital Experience Report 2025 reveals that 91% of people had a frustrating digital experience in the last year, largely due to having to repeat information, switching channels without coherence, or interacting with systems that “don’t remember” their context.
In 2026, this begins to change thanks to a new concept that is consolidating as the standard: contextual intelligence. We are no longer just talking about omnichannel, but about a continuous experience, where human or AI agents, data, and context work together so that every interaction makes sense, even when the customer switches channels.
More and more people expect brands to “remember them” and act accordingly. And for many companies, this shift has ceased to be an ideal and become a competitive necessity: text, voice, video, chat, social media... all channels must coexist fluently and coherently.
This leap means a decisive improvement in personalization, whether we are talking about interactions managed by human teams or by AI agents:
- AI Agents: For example, Inagent’s context-aware capability (often also called memory-rich) allows exactly that: remembering history, preferences, and previous interactions; interpreting the intent in real-time; and resuming any conversation without forcing the customer to start from scratch.
- · Contact Center Teams: Contact center solutions like Inconnect, by integrating with CRMs like Infunnel, provide the agent with a unified history of interactions. This omnichannel approach allows voice, chat, email, social media, and more to function as a single experience. The customer does not notice the channel change; the conversation follows its natural course.
In short, the experience flows when the brand actually remembers the customer. And this fluidity will be the new standard for mature CX in 2026
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4. Transparent, secure, and auditable AI
Organizations are increasingly aware that customer trust hinges on how they manage their data. According to the Sectorial Report on conversational AI in CX, security and privacy are the main concern for 63% of companies, and 95% value it as very important that AI solutions ensure solid management of both aspects.
Furthermore, the arrival of new global regulations during 2026 will force companies to demonstrate how they train their models, what data they use, and how the traceability of every automated decision is ensured. This is a profound change: transparency ceases to be added value and becomes an essential requirement.
At Inconcert, this commitment is part of our essence. This is reflected in our security certifications, where we explain the standards we apply to guarantee responsible, auditable AI aligned with regulatory demands. Transparency stops being a gesture and becomes a competitive advantage.
5. Advanced conversational analytics with GenAI opens the door to a complete understanding of the customer
2026 will also be the year when conversational analytics shifts to drive strategic decisions. GenAI already allows 100% of interactions in text or voice channels to be analyzed, detecting contact reasons, objections, or early signs of dissatisfaction.
Solutions like Inspeech allow every conversation to be evaluated in depth, while tools like Infunnel connect these insights with the complete customer journey. This approach is already reflected in the I Observatory of Marketing Automation and Commercial Efficiency, which shows how crossing conversational and behavioral data makes it possible to detect friction points, segment better, and anticipate problems before they affect the experience.
For the first time, companies will be able to connect what the customer says with what the customer does, building a 360° vision based on real data.
2026: an opportunity to strengthen the bond with your customers
2026 can be a good time for many organizations to take a breath, review how they are supporting their customers, and assess what adjustments can help them evolve towards a more careful and consistent experience. Sometimes, it is enough to pause for a moment, look at the complete journey, and detect those small opportunities that can be transformed into real improvements.
And for those who are already in this process, it is always helpful to rely on some recommendations that help guide the way:
- Adopt an omnichannel strategy supported by integral platforms like Inconnect.
- Incorporate conversational AI to automate repetitive tasks without losing the human touch.
- Strengthen data governance, security, and transparency as pillars of trust.
- Bet on personalization based on context, history, and real behavior.
- Analyze the experience and the complete customer journey with advanced tools like Inspeech and Infunnel.
The new year is, in short, a window of opportunity for all organizations that want to take a real leap in their customer experience. The right combination of technology, data, and empathy will allow for offering more valuable interactions and building relationships that last over time.
Betting on solutions like Inconcert's omnichannel ecosystem is not just an operational improvement: it is a strategy to grow sustainably and create more meaningful connections in every interaction. And perhaps this is the best time to ask the big question: Is your organization ready for the customer experience of the future?
